Job Summary: 

• Advise homeowner clients regarding the marketing and management of their rental properties
• Review and critique homeowners' listings
• Collaborate with other team members to problem-solve and innovate creative solutions
• Test new website features and enhancements before live implementation
• Support and maintain ongoing relationships with clients via phone and email
• Create inventories of customer voice and data services via analysis of invoices, customer service records (CSRs), and carrier portal information.
• Audit customer voice and data services via analysis of invoices, customer service records (CSRs), and carrier portal information.
• Maintain customer information databases and provide back-up support 
• Successfully perform daily job responsibilities with minimal support or direction from management.
• Demonstrate a sense of urgency, delivering bad news, calm under pressure, and portraying a sense of ownership.
• Capable of maintaining a specialized role and/or area of responsibility.

Skills on Resume: 

• Property Marketing Advice (Hard Skills)
• Listing Review (Hard Skills)
• Team Collaboration (Soft Skills)
• Website Testing (Hard Skills)
• Client Relationship Support (Soft Skills)
• Data Analysis (Hard Skills)
• Audit Services (Hard Skills)
• Independent Work Capability (Soft Skills)

Job Summary: 

• Responsible for assisting these various customers with their needs including but not limited to scheduling, onsite support and post-sales diagnostics.
• Develop and maintain excellent client relationships (e.g. design consultants, professionals, external customers) 
• Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions
• Communicate the final resolution back to the customer via e-mail and/or phone
• Record comprehensive details of the interaction via the case-tracking system to enable accurate tracking and reporting
• Meet and exceed service level agreements and personal metric goals
• Demonstrate a commitment to quality improvement and root-cause diagnosis to prevent issue recurrence
• Provide support and best practices to the client for all products in accordance with standard operating procedures
• Participate in initial and ongoing training of new features and functionality
• Communicate product updates, new features, and functionality to a client base
• Use troubleshooting techniques and tools to identify the root cause of issues
• Research client/customer complaints about product and service failures

Skills on Resume: 

• Customer Scheduling Support (Hard Skills)
• Client Relationship Management (Soft Skills)
• Technical Advising (Hard Skills)
• Resolution Communication (Soft Skills)
• Case Documentation (Hard Skills)
• SLA Achievement (Hard Skills)
• Quality Improvement (Soft Skills)
• Product Troubleshooting (Hard Skills)

Job Summary: 

• Ensure proper documentation and deliverables are being received from the appropriate parties
• Provide consistent communication and submission of deliverables for invoicing status, A/R and overages
• Prepare and manage monthly invoices and production reports, P/O budgets vs estimate reporting
• Provide a high level of technical and administrative support while maintaining an excellent level of customer service to clients of the Practice
• Be a point of contact for clients and third parties dealing with general inquiries
• Be responsible for business submission using bespoke software
• Ensure that the business obtained is being processed accurately and in a timely way, ensuring all the required documentation supports the file
• Assist in quality assurance, deployment, and preparation for new releases
• Expand skill set in technologies such as SQL, Java, XML, and HTML, to create solutions for customers.
• Enter and manage support cases using JIRA and Salesforce and ensure these requests are included in appropriate weekly development sprints
• Participate in Quarterly Business Reviews in support of the Federal Sales Team
• Work closely with the Support team to investigate and resolve issues

Skills on Resume:

• Documentation Oversight (Hard Skills)
• Financial Reporting (Hard Skills)
• Customer Service (Soft Skills)
• Client Communication (Soft Skills)
• Software Proficiency (Hard Skills)
• Quality Assurance (Hard Skills)
• Tech Skills Enhancement (Hard Skills)
• Case Management (Hard Skills)

Job Summary: 

• Manage first-level support for incoming customer inquiries via email and phone and provide basic troubleshooting support in a timely and professional manner
• Develop documentation, knowledge base articles, FAQ, and training materials for the internal support team
• Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication
• Define and develop proper escalation of unresolved issues to collaborate with the appropriate internal teams such as Product, Engineering and Customer Success 
• Ensure resolving client issues promptly and efficiently
• Identify trends to address with the client or internally to improve client experience and workflow
• Cultivate processes and team culture for scale
• Other support-related special projects during downtime
• Approach every client interaction with a total service mentality, cultivating a deep understanding of the client experience and developing proficiency in all client interface tools
• Serve as one of the front-line support representatives, triaging new cases arriving from multiple channels
• Diagnose problems and control the flow and prioritization of requests to development teams
• Investigate and fix issues reported by users
• Communicate progress back to every client and sett clear expectations on resolution
• Share results back to the organization to inform decisions about product roadmap planning and service offerings

Skills on Resume:

• First-Level Support Management (Hard Skills)
• Documentation and Training Development (Hard Skills)
• Bug Tracking and Communication (Hard Skills)
• Issue Escalation Procedures (Hard Skills)
• Trend Analysis (Hard Skills)
• Process Development (Soft Skills)
• Client Interaction Proficiency (Soft Skills)
• Multi-Channel Case Triage (Hard Skills)

Job Summary: 

• Drive efficiency and productivity within the field service organization while delivering a best-in-class customer service experience for all customers.
• Achieve and maintain a positive rapport with customers to update them on their critical service ticket status within specific timeframes.
• Schedule preventative maintenance, calibration, installations, and emergency calls while prioritizing the work as appropriate on any given day.
• Find opportunities for combining open work to improve the efficiency of field service engineers based on specific criteria.
• Use SAP and C4C to retrieve customer and other installed base information, inventory availability, part order status, all work ticket updates, and to make changes
• Handle open work ticket funnel, review and update service scheduling tool timely to ensure data accuracy.
• Monitor work ticket status, identify potential causes of scheduling delay, and take proactive actions to shorten the lead time to schedule the service visits
• Assist with reviewing and processing service tickets to improve customer response time and quote turnaround time
• Assist with the closure of service tickets to invoice customers timely.
• Collaborate with the field service teams to drive revenue growth.
• Contributes to team effort by accomplishing related results 
• Assigned specific offline projects and daily operations activities.

Skills on Resume:

• Customer Relationship Management (Soft Skills)
• Preventative Maintenance Scheduling (Hard Skills)
• Work Optimization (Hard Skills)
• SAP and C4C Proficiency (Hard Skills)
• Data Accuracy and Management (Hard Skills)
• Proactive Problem Solving (Soft Skills)
• Service Ticket Processing (Hard Skills)
• Team Collaboration and Revenue Growth (Soft Skills)

Job Summary: 

• Deliver timely, accurate customer support through a variety of models, including emails, messengers, phone calls
• Troubleshooting, keeping the number of interactions required to resolve each issue as low as possible.
• Create and monitor support tickets through to resolution, keeping customers informed throughout.
• Maintain an up-to-date Help Center including monthly product updates, and updated articles as changes occur
• New articles as new customer support needs are identified.
• Track customer satisfaction, and use data to continuously improve support processes.
• Provide input to product, development, and design teams to enable those teams to solve customer needs.
• Identify and escalate support requests from priority customers
• Review orders for accuracy and process all subscription orders in CRM
• Prepare files and coordinate shipping processing
• Investigate and process claims
• Serves as a backup for over-flow calls to the Inbound Call Center.

Skills on Resume:

• Multi-Channel Support (Soft Skills)
• Troubleshooting Efficiency (Hard Skills)
• Ticket Management (Hard Skills)
• Content Creation for Help Center (Hard Skills)
• Customer Satisfaction Analysis (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Priority Escalation Management (Soft Skills)
• Order and Claims Processing (Hard Skills)

Job Summary: 

• Receive incoming client service calls providing top-tier customer service
• Record notes from every client conversation in the database
• Complete and process new business applications and client service work
• Create and maintain client files for new accounts
• Email Client advisor status updates daily to support the business needs
• Follow-up with clients with updates
• Prep new accounts for delivery and schedule client meetings
• Assist client advisor with pre-appointment preparation
• Assist with client update reports and mailings
• Maintains all customer records, adds new subscribers to CRM, and updates accounts
• Receives orders via e-commerce, credit card, cheque, or wire transfer
• Adhere to compliance requirements at all times.

Skills on Resume:

• Customer Service Excellence (Soft Skills)
• Database Management (Hard Skills)
• Application Processing (Hard Skills)
• Client File Maintenance (Hard Skills)
• Communication and Updates (Soft Skills)
• Meeting Scheduling (Soft Skills)
• CRM System Proficiency (Hard Skills)
• Compliance Adherence (Hard Skills)

Job Summary: 

• Provide client support through correspondence to new agents, new writers, and promoted agents.
• Recognize different levels of leadership through sending intentional gifts.
• Manage reoccurring conference calls including communicating with agents, assisting with Q&A, setting up Zoom, and coordinating with other departments to develop a PowerPoint presentation.
• Oversee the entire contest management process.
• Assess agent satisfaction via a survey to new agents, resigned agents, and Agency Owners and send a weekly report of trends to executive leadership.
• Utilize trends found in assessment to develop content and select speakers for conference calls.
• Promote intentionality and belonging through various projects.
• Runs subscription reports on monthly and annual basis
• Provides online access to subscribers through an online platform
• Ensures clear communication amongst all departments, as well as the primary customer groups.
• Processes below authority settlement requests from suppliers, submitting the requests to the client and documenting the results.
• Processes reopen requests from suppliers, submitting the requests to the client and documenting the results.

Skills on Resume:

• Client Support Coordination (Soft Skills)
• Gift Management (Soft Skills)
• Event and Call Organization (Hard Skills)
• Contest Management (Hard Skills)
• Survey Administration and Analysis (Hard Skills)
• Content Development (Soft Skills)
• Interdepartmental Communication (Soft Skills)
• Documentation and Processing (Hard Skills)

Job Summary: 

• Acts as the client’s primary point of contact for all day-to-day and account level inquiries.
• Performs the daily functions related to running the hold queue tools and involves management
• Supports management in resolving off-board-related tasks.
• Seeks out clarification or additional information from clients to document internal processes and supplier work standards.
• Ensures the accuracy of all documentation and reporting submitted to clients.
• Communicates process and system changes and issues to all levels
• Continues to track and stay involved until all changes are implemented and issues resolved.
• Acts as a liaison with IT, Finance, Audit, Media, Affidavits, Performance Management and/or other internal departments to accomplish client goals.
• Communicates directly with attorneys and agency suppliers to resolve account-level issues.
• Escalates to management any complaints, concerns, or observations that may impact the client relationship.
• Manages special projects related to client initiatives as assigned by the client or management.
• Performs periodic reviews of client inventory to ensure workflows and established processes are meeting client objectives.

Skills on Resume: 

• Client Relationship Management (Soft Skills)
• Process Management (Hard Skills)
• Information Clarification (Soft Skills)
• Documentation Accuracy (Hard Skills)
• Cross-Departmental Coordination (Soft Skills)
• Issue Resolution (Soft Skills)
• Project Management (Hard Skills)
• Workflow Review (Hard Skills)

Job Summary: 

• Utilize CRM (Customer-Relationship Management) system.
• Provide ongoing relationship servicing to clients to further business, including status or enhancements to account productivity and suggestions for any resolutions.
• Complete checking and savings account transactions to include verifying deposit amounts and customer account balances, and check examination via an online terminal.
• Answer and route phone calls and give/take the appropriate information.
• Provide day-to-day help to creators via helpdesk and community forums and
• Develop unrivaled expertise in the platform and stay on top of new features.
• Investigate, and liaise with the team to troubleshoot any issues
• Guide customers to help them with issues related to their account, billing, or other transactional inquiries.
• Track and analyze customer support data and think of ways to improve resolution times, response rates and satisfaction ratings.
• Identify and advocate for robust solutions to recurring issues that affect the customer base
• Manages exception reporting generated by automated processes to ensure exceptions are cleared on a timely and consistent basis.

Skills on Resume: 

• CRM System Proficiency (Hard Skills)
• Client Relationship Servicing (Soft Skills)
• Transaction Processing (Hard Skills)
• Communication and Routing (Soft Skills)
• Platform Expertise Development (Hard Skills)
• Problem Investigation and Troubleshooting (Hard Skills)
• Customer Support Analysis (Hard Skills)
• Exception Management (Hard Skills)

Job Summary: 

• Build confidence and trust with the internal Revenue Team and clients
• Connect with clients via phone, zoom, email and/or chat
• Investigate, identify and resolve client needs and prepare collateral to support the client
• Educate client users on specific product features
• Analyze and report product malfunctions (e.g., by testing different scenarios or impersonating users)
• Escalate repeat issues in a timely manner
• Update internal databases/tools with information about technical issues and useful discussions with clients
• Follow up with the client and all parties involved to ensure their technical issues are resolved
• Gather customer feedback and share it with appropriate teams/individuals
• Achieve company goals by hitting Client Support Specialist metrics
• Perform client-facing activities such as performing virtual pieces of training and demonstrations of SANS voucher and registration systems, student portals, etc.
• Respond and action requests from the sales team and their clients for the following support-related items 

Skills on Resume:

• Relationship Building (Soft Skills)
• Multi-channel Communication (Soft Skills)
• Problem Identification and Resolution (Hard Skills)
• Client Education (Soft Skills)
• Product Testing and Analysis (Hard Skills)
• Issue Escalation (Soft Skills)
• Database Management (Hard Skills)
• Feedback Collection and Distribution (Soft Skills)

Job Summary: 

• Analyze client needs and submit the appropriate ticket requirements/case categories in Salesforce.
• Answer all incoming calls and provide excellent customer service to all client calls and emails.
• Communicate and assist sales and technical teams with resolving client issues.
• Responsible for providing clients with statements or reports
• Responsible for reviewing client reports for accuracy and ensuring proper funding.
• Act as point of contact for client questions and issues for the Company’s back-end processors and operational, technical, and control areas.
• Provide communications externally to clients regarding ticket updates, production, and reporting communications.
• Updates merchant account details
• Responsible for providing client materials, access, and setups
• Act as a mediator between clients, internal departments, and third parties.
• Frequently communicate with clients, prospected clients, and other Company employees regarding specific client issues.
• Respond to client cases and resolve, or properly route

Skills on Resume:

• Salesforce Ticketing Proficiency (Hard Skills)
• Customer Service Excellence (Soft Skills)
• Interdepartmental Communication (Soft Skills)
• Report Accuracy and Review (Hard Skills)
• Client Relationship Management (Soft Skills)
• Issue Resolution and Mediation (Soft Skills)
• Account Management (Hard Skills)
• Effective Communication (Soft Skills)

Job Summary: 

• Provide specific information regarding the services, products, or materials offered
• Assist customers with computer issues and provide troubleshooting information
• Report and analyze customer information and needs
• Issue billing details and open and close customer accounts
• Manage and respond to client queries and inform customers of issue resolution
• Coordinate with other departments to resolve client issues
• Monitor, report, and escalate the status of workflow timelines
• Contribute to revenue through client retention and by providing excellent customer support
• Assist with project integration plans for clients, (examination of needs, recommendations, coordination of integrations between vendors, and oversite for technical integrations between systems.)
• Communicate directly with clients regarding the status of projects and provide answers to client requests/questions
• Update the client on current issues for additional information
• Raise high-priority/escalation items to management to ensure tasks are completed promptly

Skills on Resume:

• Product Knowledge (Hard Skills)
• Technical Support (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Billing Management (Hard Skills)
• Interdepartmental Coordination (Soft Skills)
• Workflow Monitoring (Hard Skills)
• Project Integration Planning (Hard Skills)
• Communication and Escalation Handling (Soft Skills)

Job Summary: 

• Deliver exceptional customer-centric service and order management to internal & external customers.
• Own order management process from pre-order through delivery
• Provide in-showroom coverage and schedule by the Showroom Manager.
• Assist Showroom Manager with operational duties in the showroom (receiving shipments, inventory transactions, send shipments)
• Support the Showroom Sales Consultants in the sales efforts, quote/order entry, sample requests, processing and collecting payments
• Proactively manage all new and existing open orders by working with order contacts to ensure delivery of products/orders arrive at the right time at the right place.
• Manage all communications between internal departments and external clients to ensure order accuracy, timely delivery and client satisfaction.
• Partner with the Sales Consultant, Client Services, and Technical Support Team to resolve client issues promptly and to the client’s satisfaction.
• Work with freight companies to track the delivery of shipments and coordinate seamless deliveries to meet client’s expectations.
• Adjust freight or override freight in certain circumstances, by the Freight Accommodations Guidelines.
• Arrange balance due payment before shipment.
• Complete order notes to maintain consistent communication of order status.

Skills on Resume:

• Customer Service Excellence (Soft Skills)
• Order Management Proficiency (Hard Skills)
• Showroom Operations Handling (Hard Skills)
• Sales Support Coordination (Hard Skills)
• Communication Management (Soft Skills)
• Issue Resolution (Soft Skills)
• Freight Management (Hard Skills)
• Payment Processing (Hard Skills)

Job Summary: 

• Provide exceptional overall client experience to clients using time-sensitive, mission-critical applications.
• Research and respond to client queries, via email and phone, in a professional manner.
• Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
• Use multiple types of tools and systems to conduct analysis
• Analyze valuation disputes and discrepancies, and troubleshoot technical issues
• Managing customer software support by phone and email.
• Provides merchant bank card services to existing and new clients and acts as a point of contact for merchant inquiries and communicates via phone and email.
• Responsible for the setup and maintenance of merchant bank card services and processing systems.
• Troubleshoot, answer questions and explain technical problems, issues and solutions succinctly, patiently and clearly.
• Assist with tracking and reporting the client onboarding status to various teams.
• Stay up to date with the latest POS equipment and applications
• Maintain requested delivery dates to meet client’s expectations and company guidelines.

Skills on Resume:

• Client Service Excellence (Soft Skills)
• Research and Analysis (Hard Skills)
• Issue Ownership and Empathy (Soft Skills)
• Software Support Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Merchant Services Knowledge (Hard Skills)
• Onboarding Process Management (Hard Skills)
• POS Systems Proficiency (Hard Skills)

Job Summary: 

• Accept all incoming referrals for pharmaceutical programs and check them for completeness and accuracy of information
• Enter information from the referral into CRM & Procura
• Follow-up with the field nurse directly, ensuring that the nursing visit is scheduled within the agreed-upon time limit
• Provide information back to PSP / Pharmaceutical referral contact regarding the date of the scheduled visit as well as any delays in scheduling
• Receive post-visit reports from field nurses and update CRM & Procura.
• Forward documents to PSP / Pharmaceutical referral contacts
• Track specific data and information for pharmaceutical companies in CRM & Procura
• Provide other ongoing administrative help and support to all staff in the PSS Department
• Participate in ongoing internal and/or external continuing education activities
• Adhere to Bayshore Policies and Procedures.
• Must be able to identify and report AE’s to Health Canada, Med Info and enter into source system and third-party systems
• Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System

Skills on Resume:

• Data Entry Accuracy (Hard Skills)
• CRM Proficiency (Hard Skills)
• Scheduling Coordination (Soft Skills)
• Communication Skills (Soft Skills)
• Data Tracking (Hard Skills)
• Administrative Support (Soft Skills)
• Regulatory Compliance (Hard Skills)
• Continuous Improvement Participation (Soft Skills)

Job Summary: 

• Troubleshoot and solve incoming issues from clients regarding software, services, and local government operations, and general items.
• Support is specific to fund accounting and utility billing software.
• Train and coach clients in best practices and knowledge growth in software and services.
• Responsible for maintaining a high level of professionalism, rapport, and responsiveness with each client in each interaction.
• Consistently meet or exceed all performance metrics and maintain data confidentiality.
• Quickly learn new information and technologies in a fast-paced environment.
• Provide feedback to the leadership to support innovative efforts in software and services.
• Maintain and update client information in the client service software during and after each ticket.
• Work with leadership and training teams to stay current on software & service knowledge and company policies.
• Be responsible for notifying the immediate Supervisor of any Health & Safety risks or concerns.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel

Skills on Resume:

• Issue Troubleshooting (Hard Skills)
• Software Training (Hard Skills)
• Client Relationship Management (Soft Skills)
• Performance Metrics Adherence (Hard Skills)
• Rapid Learning Ability (Soft Skills)
• Feedback Provision (Soft Skills)
• Data Management (Hard Skills)
• Confidentiality Maintenance (Soft Skills)

Job Summary: 

• Act as a product and service expert with the ability to identify client needs and offer bank products that will meet the client’s needs
• Answer large volume of customer calls, emails and secure message inquiries concerning products, services, notices, statements, etc. related to program offerings
• Greet and assist customers in a friendly, professional manner
• Ensure customers experience exceptional service and that the information provided is thorough and accurate
• Continually maintain a working knowledge of all relevant software, products, and services required to effectively answer customer inquiries
• Consistently close each call by typing a closing summary that will detail the outcome of the call, the nature of the call, whether the call required escalation or if the call was processed entirely by the Agent
• Create business requirement documentation based on root cause analysis to provide to product and development teams
• Delivers New Client Welcome Calls, onboarding new clients when applicable
• Assists Clients with account log-ins and other admin issues within the system of use
• Assists with secure uploads and set up for clients
• Assists clients with uploading documentation into all applicable systems
• Assists internal partners with client-facing related issues, maintaining direct contact with the client

Skills on Resume: 

• Product Expertise (Hard Skills)
• High-Volume Handling (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Software Proficiency (Hard Skills)
• Call Summary Documentation (Hard Skills)
• Business Documentation (Hard Skills)
• Client Onboarding (Soft Skills)
• Technical Support Assistance (Hard Skills)

Job Summary: 

• Provide above-and-beyond service to clients and vendors
• Provide an advanced level of support and root cause analysis of complex issues by researching the issue and capturing related information from the debugging logs
• Troubleshoot and diagnose issues to determine the severity and priority of the incident
• Escalate issues to the necessary engineering, development, and account management teams
• Document steps taken and provide a complete record suitable for anyone uninvolved in the issue to obtain a clear and concise understanding of the issue and action taken
• Document processes, enhancements, and changes of internal and client support systems
• Act as primary liaison between participating groups (internal stakeholders and external clients) to monitor progress/resolution of issues, and manage delivery of resolution to client
• Own the plan to resolve and communicate regardless of who needs to do what to solve it
• Become a subject matter expert in all aspects of the product(s) for clients, vendors, and internal stakeholders
• Continuously evaluate and identify opportunities to drive process improvements that positively impact client and vendor experience.
• Create, manage, and enhance client knowledge base content
• Create educational articles and videos.

Skills on Resume:

• Exceptional Client Service (Soft Skills)
• Advanced Support Analysis (Hard Skills)
• Issue Diagnosis (Hard Skills)
• Issue Escalation (Soft Skills)
• Documentation Skills (Hard Skills)
• Liaison Coordination (Soft Skills)
• Product Expertise (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Act effectively and efficiently to tackle client needs
• Engage in a consultative dialogue and ask probing questions to diagnose issues
• Anticipate additional client needs and take appropriate actions to tackle problems completely and accurately
• Understand technical aspects of client-facing technology, common client issues, and resolution techniques (website, app, login credentials, etc)
• Understand Salesforce, Genesys Pure Cloud, and proprietary transactional systems and can help set client expectations, status, and processing times
• Efficiently handle multiple client interactions concurrently (email, chat, etc)
• Collaborate to ensure needs are resolved in a timely manner
• Advance when required to ensure service commitments are achieved
• Communicate both verbally and in writing with clients and other internal partners 
• Ensure resolution of concerns or detailed handoff to the appropriate resource
• Provide client-facing and operational support on special tasks/projects
• Work with the client office to resolve incomplete charges or missing information (primarily payor) required to submit a complete claim.

Skills on Resume: 

• Needs Assessment (Soft Skills)
• Problem Diagnosis (Soft Skills)
• Technical Understanding (Hard Skills)
• System Expertise (Salesforce, Genesys Pure Cloud) (Hard Skills)
• Concurrent Handling (Soft Skills)
• Team Collaboration (Soft Skills)
• Communication Skills (Soft Skills)
• Project Management (Hard Skills)

Job Summary: 

• Acquire expertise in the use of the Clinicient product.
• Interact directly with customers to articulate best practices and to identify, resolve and document usage issues.
• Work with clients addressing charge issues, missing charge issues, or answering questions about patient accounts.
• Utilize support tools to track cases and monitor key metrics.
• Advocate on behalf of the customer and collaborate with internal teams to identify Customer experience, service, product, and process improvements that enhance and support Clinicians value proposition and customer engagement.
• Identify Customer’s experience, service, product, and process improvements that enhance and support the value proposition and customer engagement.
• Interact directly with customers to articulate best practices and to identify, resolve and document usage issues.
• Work with clients addressing charge issues, missing charge issues, or answering questions about patient accounts.
• Work with the client office to resolve incomplete charges or missing information (primarily payor) required to submit a complete claim.
• Create educational articles and videos.
• Utilize support tools to track cases and monitor key metrics.
• Maintain a positive attitude, and meet deadlines in an efficient and professional manner
• Provide a world-class customer experience

Skills on Resume:

• Product Expertise Acquisition (Hard Skills)
• Customer Interaction and Support (Soft Skills)
• Issue Resolution (Hard Skills)
• Case Management Tools Proficiency (Hard Skills)
• Customer Advocacy (Soft Skills)
• Content Creation (Hard Skills)
• Metrics Monitoring (Hard Skills)
• Professionalism and Timeliness (Soft Skills)

Job Summary: 

• Receiving and screening referrals to the Passages Connections Program, assessing for eligibility, and otherwise providing referrals to other appropriate programs.
• Maintaining an ongoing list of incoming and outgoing referrals to and from the Connections program.
• Maintaining client data and records on an ongoing basis.
• Managing wait lists for the short-term counseling component of the Connections program.
• Making and receiving phone calls on behalf of the Connections program
• Helping maintain a system of filing for the Connections program.
• Occasional purchasing and delivery of items on behalf of both the Connections program and enrolled clients.
• Working to provide case management referrals and support to clients with complex needs, as well as researching what community services might be of help to Connections clients.
• Inputting confidential client data into an electronic database system.
• Establish and maintain effective working relationships with clients and staff, exercise tact and maintain company and client confidentiality
• Monitor the completion of escalated tickets, ensure they are completed on time and obtain clarification from technical staff on outstanding tickets
• Maintain detailed reports of customer service calls including inquiry descriptions and resolutions

Skills on Resume: 

• Eligibility Assessment (Hard Skills)
• Data Management (Hard Skills)
• Client Record Keeping (Hard Skills)
• Case Management (Soft Skills)
• Community Service Coordination (Soft Skills)
• Database System Operation (Hard Skills)
• Relationship Building (Soft Skills)
• Report Generation (Hard Skills)

Job Summary: 

• Promoting quality achievement and performance improvement throughout the call center
• Develop, implement, communicate, and maintain quality plans ensuring that objectives are achieved
• Ensuring compliance with national standards and legislation
• Agreeing standards and establishing clearly defined quality methods for staff to apply
• Defining quality procedures in conjunction with operating staff
• Setting up and maintaining controls and documentation procedures
• Establishing standards of service for customers
• Ensuring the execution of corrective action and compliance with customer’s specifications
• Maintaining performance by gathering relevant data and producing statistical reports
• Identifying relevant quality-related training needs and delivering training
• Persuading reluctant staff to change their way of working to incorporate quality methods
• Performing call monitoring audits for call center representatives

Skills on Resume:

• Quality Management (Hard Skills)
• Compliance Enforcement (Hard Skills)
• Standardization Techniques (Hard Skills)
• Documentation Management (Hard Skills)
• Data Analysis (Hard Skills)
• Training Development and Delivery (Soft Skills)
• Persuasive Communication (Soft Skills)
• Performance Monitoring (Hard Skills)